PRIMARY SUPPORT. In light of the substantial number of hours of free-of-charge training Omega will be providing to Telerate as described above in Subsection 4, Telerate, and not Omega, shall be responsible for providing primary support with respect to the Telerate Version of TradeStation to Telerate's customers. Telerate shall use commercially reasonable efforts to support and maintain the Telerate Version of TradeStation in a good and professional manner in accordance with industry standards. However, in order to assist Telerate from time to time in providing such support during the term of this Agreement, Omega shall (a) make available personnel expertly trained with respect to the Telerate Version of TradeStation to provide Telerate with remote diagnostic support and maintenance services from Omega's offices during normal business hours and (b) outside of normal business hours, by means of remote diagnostic support and maintenance services provided from Omega's offices, assist Telerate in providing emergency customer support services on an as-needed basis by making a telephone number available to Telerate, which Telerate may call after-hours, following which a representative of Omega will return the call within a reasonable time. Omega shall, in accordance with industry standards, use commercially reasonable efforts to maintain appropriate personnel and other resources sufficient to perform its maintenance and support obligations under this Agreement. The parties understand that Omega's support obligations are intended to be secondary to Telerate's, and that Telerate's requests for support shall be made only after Telerate has exhausted all reasonably available internal means of solving the problem in question, including consultation with Telerate's head technicians with respect thereto. It is further agreed that only head technicians or regional managers of Telerate may contact Omega for assistance.
PRIMARY SUPPORT. Unless CBIS elects to have Coral Systems contract directly with the CBIS customer as provided in Section 4.5 above, CBIS shall provide primary responsibility for all installations, telephone and on-site support of the Licensed Materials, whether in a Service Bureau Environment or sublicense. Such primary support shall include, but not be limited to, (a) installing the Licensed Materials, (b) receiving all initial support requests from all CBIS customers regarding the Licensed Materials, (c) screening support requests to identify the issue, error or problem and, if such issue, error or problem is other than one requiring a Maintenance Modification, attempting to remedy the same prior to contacting Coral Systems, and (d) where reasonably necessary, accompanying Coral Systems on on-site support provided.
